About this role
Find your calling at Mercy!
The Advanced Patient Services Representative plays a crucial role in ensuring the smooth operation of the clinic practice by managing patient interactions, administrative tasks, and providing exceptional customer service. This position requires a high level of professionalism, communication skills, and the ability to handle a variety of responsibilities efficiently. Position Details:
Patient Services Representative
Full-Time | 40 Hours Per Week | Day Shift
Join Our Team and Make a Difference Every Day Are you passionate about delivering exceptional customer service in a healthcare setting? We are seeking a Patient Services Representative to serve as a vital connection between our patients, providers, and clinical teams. In this role, you will help ensure a seamless patient experience by managing front-office operations, coordinating appointments, supporting financial processes, and providing outstanding service with professionalism and compassion. If you thrive in a fast-paced environment, enjoy helping others, and take pride in keeping operations running smoothly, we'd love to hear from you!
What You'll Do Patient Experience & Front Desk Operations
• Welcome patients and verify identities in a professional, friendly, and timely manner. • Manage patient check-in, check-out, and appointment scheduling processes. • Keep patients informed of scheduling delays and provide updates when providers are running more than 15 minutes behind schedule. • Address patient concerns and complaints, ensuring timely resolution and exceptional patient satisfaction. • Maintain a clean, safe, and welcoming reception and waiting area in accordance with Infection Control Guidelines. Administrative Support
• Answer incoming phone calls and assist patients with inquiries. • Create and maintain Epic charts and electronic health records (EHRs). • Process mail, scanning, faxing, copying, and other office-related tasks. • Correct registration errors and manage assigned work queues. • Maintain accurate patient records and uphold strict confidentiality standards. Scheduling & Care Coordination
• Coordinate appointments, procedures, testing, and surgical scheduling. • Provide procedural and surgical cost estimates, including Good Faith Estimates in compliance with the No Surprises Act. • Collaborate with providers, clinic staff, and other departments to support efficient patient care delivery. • Review and verify upcoming schedules to maximize clinic efficiency. Financial & Revenue Cycle Responsibilities
• Balance and reconcile a daily cash drawer. • Support accounts receivable processes. • Establish payment plans and assist patients with financial arrangements. • Manage department-specific work queues and related follow-up activities. Team Collaboration & Leadership
• Serve as a change champion for new initiatives and Epic updates. • Support adoption of workflow improvements and best practices among Patient Services Representatives. • Participate in meetings, review department communications, and recommend process improvements. • Ensure proper use and general maintenance of office equipment, including computers, scanners, copiers, fax machines, and payment devices. Qualifications Minimum Requirements
• High School Diploma or equivalent required. Knowledge, Skills & Abilities
• Knowledge of medical terminology, insurance practices, and billing procedures. • Strong verbal and written communication skills. • Excellent customer service and patient-relations abilities. • Proficiency with computer systems, data entry, and electronic health records. • Strong attention to detail and accuracy. • Ability to maintain patient confidentiality and comply with privacy regulations. • Excellent organizational, problem-solving, and conflict-resolution skills. • Ability to adapt in a fast-paced healthcare environment while maintaining professionalism and composure. Physical Requirements
• Ability to occasionally push, pull, and/or lift up to 50 pounds. • Ability to stand and walk throughout the workday. • Ability to bend, kneel, reach, twist, squat, and perform routine physical tasks associated with clinic operations. Why Join Us?
• Full-Time Schedule (40 Hours per Week) • Day Shift Hours • Meaningful work that positively impacts patients and families • Collaborative and supportive healthcare environment • Opportunities for growth, learning, and professional development
Why Mercy?
From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.
Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.